Collect all statistical reports as well as unstructured data.  Identify issues and trends within customer satisfaction. 

The Customer Satisfaction Analyst may need to obtain further clarification from the customer reporting an issue In order to understand the issue’s severity and initiation.

If Customer Feedback does not indicate a Customer Satisfaction Issue, analyze the success factors so that IT can continue to provide service that meets or exceeds the Customer’s expectation level. Read through the comments section of the survey form or other feedback documentation to understand what was done in this case to satisfy the customer.

If Customer Feedback indicates concerns or suggestions for improvement, execute the Knowledge Management process to capture this information for future use. Analyze the following to determine resolution plan owners:

• Survey results from the immediate period
• Trends that are available including SLAs, Capacity Issues, Failed Changes
• Underlying issues that have not been identified in survey results as of yet, such as events, incidents, major incidents and problems.

It Customer Feedback indicates issues with IT services then execute Manage Customer Satisfaction Issue Resolution.